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Complaints patient policy

We always want to provide an efficient and reliable service for all our patients, their care is of our upmost concern; however, we understand that we do not always get things right.

If you feel we have not provided the level of service you would rightly expect, then our door is always open, and we would like to hear from you.

We value your feedback as it allows us to improve the Sciensus experience for yourself, and other patients.

How do i raise a complaint?

If you wish to raise a complaint about any aspect of the service that you have received from Sciensus, you can do so using the following channels.

Give us a call:

You can call our main switchboard on 0333 103 9499 between the hours of:

08:00 and 20:00 – Monday to Friday

08:00 and 16:30 – Saturday and Sunday

Send an e-mail:

You can e-mail our Patient Advocacy and Support Team directly on the following e-mail address:

patientadvocacy@sciensus.com

Please provide us with your name, any account information you may have to hand, and details of your complaint.

Send a letter:

Alternatively, you can send a letter to the following address:

FAO of the Patient Advocacy and Support Team
107 Station Street
Burton on Trent
Staffordshire
DE14 1SZ

Please provide us with your name, any account information you may have to hand, and details of your complaint.

What happens next?

Within 2 working days of your complaint being raised, we will send you an acknowledgement letter that lets you know your complaint has been escalated and is being investigated.

Our dedicated team of Patient Advocacy and Support Officers will review your complaint, complete a thorough investigation of any problems that you have experienced, and issue you with a full response via letter within 20 working days.

If for any reason we cannot issue a response within 20 working days, we will contact you to let you know and confirm when you can expect to receive a response by.

What if i am not satisfied with my response?

If you are not satisfied with the response you have received, please let us know.

If you still feel that your response received from Sciensus is unsatisfactory and you wish to escalate your concerns to an external regulatory body, you can do so using the following regional contact details

England and Wales

Regulator: Health Service Ombudsman

Website: www.ombudsman.org.uk

Telephone: 0345 015 4033

Scotland

Regulator: Care Inspectorate

Website: www.careinspectorate.com

Head Quarters Address:

Compass House
11 Riverside Drive
Dundee
DD1 4NY

Local Office Address:

Princes Gate
Castle Street
Hamilton
ML3 6BU

OR

Regulator: Scottish Public Services Ombudsman (SPSO)

Website: https://www.spso.org.uk/

Telephone: 0800 377 7330

Address:

Freepost SPSO (this is all you need to write on the envelope, no stamp required)

Northern Ireland

Regulator: Regulation and Quality Improvement Authority

Website: www.rqia.org.uk

Telephone: 028 9051 75000

OR

Regulator: Northern Ireland Ombudsman

Website: www.ni-ombudsman.org.uk

Telephone: 0800 343 424